Vibrant Emotional Health in New York City has a mission to provide immediate support and connection to care where and when people need it. Its clients may be under high emotional stress and they know they can call, text, or chat online 24/7.
So when the COVID-19 pandemic starting shutting everything down, stress levels rose, but VEH didn’t skip a beat. In under 2 weeks, Jody DeMilia, the company’s Director of Contact Center Applications and Analytics, and Francois Veyrat, President of Interact Strategies, transformed the entire center to a remote workforce. Jody graciously shares the logistics behind the move.
Jody graciously shares the logistics behind the move.
Vibrant Emotional Health is a non-profit organization in the mental health space. We’re primarily a contact center support organization.
What organizations do you support?
We administer several nationally funded programs such as the National Suicide Prevention Lifeline, The Veterans Crisis Line, Disaster Distress Help Line. We have our own contact center located in New York City.
How did Interact Strategies help your company adapt to the COVID crisis?
Francois and his company are our first-line of support for the PureConnect contact center platform. In under 2 weeks we were able to take the platform and make it completely remote.
We’ve got approximately 300 remote counselors–no one is on-site anymore. Francois and his team played a role in getting that rolled out quickly and efficiently.
Had you prepared your contact center for any kind of global crisis before COVID?
Yes, last year, we had a scheduled power-outage in our facility. We’re in downtown New York in a pre-war building. So, we had to quickly shift and move our operations across the street to a leased space. Francois actually came and spent the better part of an evening with us, making sure that all of the counselors at the alternate location were able to get logged in and provided additional hands-on support that wasn’t even requested. He kind of just showed up and saw us through. It was great to have an extra set of hands.
If your contact center software under-performed during this pandemic, it’s time to research your options. Contact us for a free Crisis-Ready Assessment.